staff turnover

Call Centre Helper Forum » Call Centre Management

(5 posts)

hello all some help please..
last october I set up a new contact center which has 7 other centers within 2 miles who offer various packages to mine,some better some not.

I am currently losing staff at about 5 a month and have less than 80 seats currently. My boss is getting twitchy about my leaver rate however we have had huge grown since jan ( just 22 seats then ) and every month since april we have launched a new department probably 10 agents per team...im trying to find what are standard average leaver rate etc etc out in market place for a meeting at midday Thursday...can anybody point me in the right direction to get stats or highlight some themselves please. need to know what other centers lose on a monthly basis is quite hard, so any ideas welcome. thanks Ian.

Posted 8 months ago

pennyd

Ianh,
some years ago I did a piece of work examining the attrition rates in the South Yorkshire contact centre industry. The areas sounds very similar in terms of number of options for employees within a short distance, coupled with similar rates of pay etc.
The results were incredible with almost all of the centres reporting in excess of 100% attrition. The variation was between 103% and 180%.

I don't know about your scenario in terms of whether you have a HR presence, but I would say that you need at least a year before you can measure and put a strategy in place to address this problem.
If you have staff that stay a year, look their background, education etc and provided they are good at their jobs look to recruit similar.
All too often, you hear companies who want to recruit graduates or over qualified staff who have no intention of staying.

I would ask your boss what his/her concern is - recruitment/training costs for example and then try to think outside the box to address this.

Posted 8 months ago

ComptonScotty

Attrition is the single biggest issue in managing contact centre economics. The cost of finding and training replacement staff undermines all the operational metrics. The benchmarks for attrition vary hugely depending on location, purpose and work environment. We've had huge success in reducing attrition by simply making our contact centres great places to work. We also spend a great deal of time making sure all members of staff understand they are valued. We empower them to deliver great customer experiences and make sure they experience being recognised for what they do.
I'm not allowed to advertise but urge you to search for a global contact centre benchmarking report which I know benchmarks everything measured in contact centres including attrition.

Posted 8 months ago

nicholson

Sounds daft but would you be better off moving the call centre away from this area to one where you will have a much more loyal base of staff and where there is less temptation for staff to move

Maybe move to one of those areas of high un-employment where the area is crying out for some job investement.

Posted 8 months ago

DianeDenny

call centre training/staff development plans can support retention figures. Proved very useful. pin pointing specific skills gaps/individual development

Posted 8 months ago

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